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Consumer satisfaction and post-purchase intentions: an exploratory study of museum visitors

Harrison, Paul and Shaw, Robin 2004, Consumer satisfaction and post-purchase intentions: an exploratory study of museum visitors, International journal of arts management, vol. 6, no. 2, Winter, pp. 23-32.

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Title Consumer satisfaction and post-purchase intentions: an exploratory study of museum visitors
Author(s) Harrison, Paul
Shaw, Robin
Journal name International journal of arts management
Volume number 6
Issue number 2
Season Winter
Start page 23
End page 32
Publisher University of Montreal
Place of publication Montreal, Canada
Publication date 2004
ISSN 1480-8986
Keyword(s) marketing
satisfaction
museums
future intentions
visitor research
recommendation
Summary This paper examines the relationship between consumer satisfaction and subsequent intentions in the museum context, as well as the moderating influence of demographic characteristics such as gender, age and education in that relationship. The relationship between satisfaction and a range of service elements, overall satisfaction with the experience and intentions was investigated. Museum marketers can profit by examining the "value chain" of museum experience outlined in the model presented, especially the greater likelihood of consumers recommending the experience to others than making a repeat visit themselves, and by investigating segment differences beyond those reported here.
Notes Reproduced with the specific permission of the copyright owner.
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2004, Ecole des Hautes Etudes Commerciales
Persistent URL http://hdl.handle.net/10536/DRO/DU:30002566

Document type: Journal Article
Collections: Deakin Graduate School of Business
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